Vonage Contact Center (formerly NewVoiceMedia) Reviews & Product Details

The omni-channel support is by far the most useful feature Review collected by and hosted on G2.com.

The interface is complex which can make it difficult to navigate Review collected by and hosted on G2.com.

I think it is user friendly and very much an all-round integrated platform. Implementation is also quite easy during setup. Review collected by and hosted on G2.com.

It sometimes lags, but in rare occasions Review collected by and hosted on G2.com.

It is great that you can customize who gets calls and in which order, and how you can setup anything based on your needs. It is reliable and calls rarely drop. Review collected by and hosted on G2.com.

The one thing I can say is that I do not like it that it's not easy to change the outbound call number. It's a whole thing you have to do to get to change the outbound number and it sucks. Too time consuming and too many steps. Review collected by and hosted on G2.com.

Really simple to use and integrate with Salesforce Review collected by and hosted on G2.com.

Not the best at noise cancelling on calls Review collected by and hosted on G2.com.

It's straightforward to use, and has good call connectivity; you can send SMS and chat with prospects using the application. The call reporting function shares accurate data and monitors people in real-time. Review collected by and hosted on G2.com.

Not much to dislike here, would be better if they had recording access for users too. Review collected by and hosted on G2.com.

Without Vonage our business would've been dead in the water during COVID-19. Vonage has allowed our business to remain fully open without any interruption due to COVID. It was a relatively smooth launch and our initial representative from New Voice Media had done a great job at building our Dial Plan IVR. Review collected by and hosted on G2.com.

The IVR is the most annoying and non-intuitive interface ever. Their dial plan maker has to be at least 10 years old with no upgrades ever. It seems every other service has a drag and drop IVR creator, while the VCC one is from the early 2000's. There are so many things going wrong now that it's hard to decide where to start. We bought Vonage so that we could unify our 5 offices with users who only use the Vonage Business Cloud and then the Contact Center team with Vonage Contact Center, the problem is that this connection after 2 years is very far from complete or working. The VCC users still won't work with statuses, hard phones, or VBC extension dials and transfers. Our outbound calls have no dial tone so our agents don't know if they're actually dialing out until they hear a voice or voicemail. The buttons inside of our Salesforce dialer do not work more than 50% of the time and our users are forced to dial out of the VBC application. We have so many support tickets open that it seems the quality of care to answers like how to block phone numbers are answered entirely wrong in that they think we're forwarding calls to our blocked callers. We're at the point where our contact center users have to reboot their computers to hear callers as they can hear us but we cannot hear them. Now that Vonage has gotten so bad we are forced to consider other options. I don't know how it's possible that service has gotten worse but it actually is. Review collected by and hosted on G2.com.

The customer support provided during implementation was pleasant and sufficient. The team at Vonage was always available to provide answers and guidance to support the onboarding. Review collected by and hosted on G2.com.

The Contact Center interface is outdated and is far from intuitive. It takes a lot of reading of Wiki pages to learn how to set up and manage the Contact Center. Reporting and dashboards are not user-friendly and require quite a bit of upfront work to make them useful. The call architecture tool is also quite dysfunctional in its layout and setup process. Not overly impressed with Vonage. Review collected by and hosted on G2.com.

We mainly used it to route phone interactions. It was a good tool but can seem too technical to use. A better user interface could be beneficial. Review collected by and hosted on G2.com.

If there were possibilities to use the platform to route other interaction types such as live chat, it could be a good product for the expansion of the contact center. Another good tool to have is to add schedule that would automatically update in the IVR flow. Review collected by and hosted on G2.com.

Vonage is a stable and adequate solution for my team (and other support teams) within my organization. It has the right tools and good reports and stats - so I can monitor my team in terms of call stats & performance. Review collected by and hosted on G2.com.

I am not a huge fan of the Real Time view. It's not very intuitive and I don't think it's laid out very well. Being able to adjust the view & size is clunky and not optimal. When I zoom in / zoom out (using my browser) it's not helpful and just makes the view worse. Review collected by and hosted on G2.com.

customer service; App quality; Voice; Call Log; Texting; Meetings; Review collected by and hosted on G2.com.

nothing such till now, I am happy and my company is doing well with Vonage; Review collected by and hosted on G2.com.